Salesforce ROI case study: Pearson Education

In 2015, Pearson Education consolidated its CRM footprint onto Salesforce from a variety of disparate systems with the goal of improving efficiency, reducing costs, and creating more personalized experiences for customers by leveraging the 360-degree view Salesforce enables. Using Service Cloud, Pearson was able to reduce peak hire volume during the busy back-to-school season by 70 percent; it also realized cost savings by switching to an integrated cloud-based telephony provider. It noted improvements to average handle time for customer service interactions, which was further accelerated with Einstein Bots in 2020. Pearson was able to deflect 50 percent of inbound requests using chatbots, freeing up agents to give more personalized service to the more complex customer cases.